RMA272828 :Poor Customer service after asking for a refund

[stee01]

I am writing here after having an absolute nightmare with the customer service with Scan.

After having issues with an ssd drive I returned the drive to scan. The drive was tested and agreed that it was indeed faulty. After not having heard an update from scan in regards to my RMA, I emailed them and asked them for a refund. The following week I got an email saying that the RMA had been completed, and was shocked to find the following day that a parcel had arrived from them.

The time it had taken to process my RMA I had already purchased this product elsewhere. My wishes for a refund were not met. I then emailed customer service asking for this to be picked up and be refunded only to be ignored further again.

The after sales support I have had from them is nothing short of appalling.

It's been over a week now and still nothing.

I just want this to be taken back and my money refunded. It's still sealed in the DPD bag

[Demonwar]

How old was the drive? Unless it was DOA and you sent it back as a distance selling return then the RMA process is to find fault and replace/contact the manufacturer and get a replacement.

They won't refund you if it was a RMA for a drive past 7/14 days I can't remember which it is.
As all you keep saying is that that the customer service is bad, I suspect that you have had answers that aren't to your liking and now taken to this forum to vent and maybe guilt scan into reviewing their position. Making your first post a rant isn't good.

[blueball]

How old was the drive? Unless it was DOA and you sent it back as a distance selling return then the RMA process is to find fault and replace/contact the manufacturer and get a replacement.

They won't refund you if it was a RMA for a drive past 7/14 days I can't remember which it is.
As all you keep saying is that that the customer service is bad, I suspect that you have had answers that aren't to your liking and now taken to this forum to vent and maybe guilt scan into reviewing their position. Making your first post a rant isn't good.

Alternatively maybe he is correct and you're wrong. You don't know, neither do I. Mmmm?

[stee01]

The drive was DOA and sent back in under 7/14 days so I was well within my rights for a refund.

I haven't had any answers, to my liking or otherwise.

I'm sorry if my first post appears to be a rant, but since I've exhausted all other possible communications, the "scan after sales support" forum seems a logical next step.

[Fjo]

Have you called them up?
With your RMA number and/or query code at the ready, and any relevant dates and events for reference during explanation.
Email can be hit and miss with any company but when i needed something quickly from Scan before, my call was answered and all i needed was sorted out.

[Demonwar]

The drive was DOA and sent back in under 7/14 days so I was well within my rights for a refund.

I haven't had any answers, to my liking or otherwise.

I'm sorry if my first post appears to be a rant, but since I've exhausted all other possible communications, the "scan after sales support" forum seems a logical next step.

Did you request a RMA or a distance selling return? I think you would need to of paid for the return delivery, if it was picked up then guess it was a RMA you submitted.

[Mark@SCAN]

stee01,

Sorry but I have to disagree with your version of events.

Order placed 08/08 @ 19:14
Dispatched 09/08
Delivered 10/08 and signed for @ 12:51

First contact from yourself to SCAN you in relation to a problem 11/08 @ 20:16 (saturday evening outside of working hours)

I have quoted the relevant part of your first e-mail to us below:

"I am thoroughly disappointed in the quality of this product. I would greatly appreciate if a replacement was arranged."

An RMA was then issued by a member of our returns team 13/08 @ 12:34 which advises: "Please be aware that our current RMA turnaround time is on average 3-5 working days."

You replied back to our collection e-mail giving us instructions of when/where you would like us to collect @ 17:38 (outside of working hours) and we replied back first thing the following morning 14/08 @ 09:34 to confirm a collection had been booked for your specified date - 15/08.

Collection took place on the 15/08 as requested and was delivered back to SCAN 16/08 @ 09:02

Item booked in, tested and confirmed to be faulty the same day 16/08 @ 13:05.

The following day 17/08 @ 19:10 (outside of working hours) we received the following e-mail:

"Hi,

In regards to RMA272828, I still have not received my replacement 128gb Ocz Vertex 4 SSD Drive. I honestly can't believe it is taking over a WEEK to replace a drive that is quite clearly faulty (and you have proved this in your tests yourself). When you received this product and tested this on Thursday (because after waiting a whole weekend for your support to come back online you issue me a RMA telling me I need wait another 24hours for the earliest courier pickup), confirming that it was faulty, I was expecting a replacement to be shipped out to me that day. I have spent almost £700 on equipment from you in the last week and the after sales support I have had is nothing short of disgraceful.

Please, don't bother with the replacement SSD, just refund my account for the product and I'll take my business elsewhere.

Regards

Stephen Campbell

(I expect its going to take another weekend now before I hear a response)"

The replacement invoice was then completed by a member of our returns team on Monday 20/08 @ 15:28 and dispatched for delivery the following day the parcel was signed for 21/08 @ 14:40.

Therefore from receipt of the faulty item to dispatch of the replacement was a total of 3 working days (within our quoted 3 - 5 days turnaround that you had been made aware of in our very first e-mail)

Whilst I accept the frustration in having been supplied a faulty product I cannot understand your comments that our after sales support is disgraceful.

We have replied to each of your e-mails within 24 hours, arranged collection of the goods for the date specified and shipped a replacement within 3 working days of receipt of your faulty goods as advised originally.

I will forward RMA instructions for the return of the unwanted replacement for a refund and on this occasion as a gesture of goodwill offer a collection.

Regards